The report measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage, cost, communications, customer service and reimbursement. Satisfaction is calculated on a 1,000-point scale.

“Improvements in communication are likely helping members better understand what they are getting for their money, and how to use their plans,” said Rick Johnson, director of the Healthcare Practice at

J.D. Power. “As the entire healthcare ecosystem becomes more customer-focused, vision plans will need to continue to communicate their demonstrated value in order to keep pace.”

Other key findings from the study include:

Satisfaction Improves: Overall satisfaction among vision plan members increases significantly to 753 points in 2016, the highest level in the four years the study has been conducted (707 in 2015, 709 in 2014 and 673 in 2013).

Satisfaction Drives Plan Member Loyalty, Advocacy: Among vision plan members who rate their overall satisfaction outstanding (10 on a 10-point scale), 84% say they “definitely will” choose their current provider in the future, compared with the report average of 45%. Additionally, members who rate their overall satisfaction outstanding make an average of 4.2 positive recommendations, compared with the study average of 1.9 positive recommendations.